Poor Customer Service & Return Policy at Signature Hardware.com
Posted by Gail on 2011-06-15
ERLANGER, KENTUCKY -- I purchased a copper mirror for our new basement bathroom on 5/29/11 from Signature Hardware.com. Received packaged very well (inside 2 boxes). Clearly no damage in shipping. We did not open it immediately, but when we did, we noticed a slight "flaw" on the upper arch of the mirror. I waited about a week, and called Signature Hardware and talked with one of their customer service reps. She sent me an e-mail that I could used to send them pictures of the mirror, which I sent that Monday. The same day or next (not sure), she responded that she talked with her customer service manager and they would take mirror back less $50 to cover shipping. I got a quick quote from my work's UPS ground shipping and found it would probably only cost me $20 to ship myself. I offered to do this and meanwhile found out they told me I could NOT return the mirror because I had 5 days to report any DAMAGE (I never knew about this policy), and clearly the mirror was not technically damaged, there is a flaw in the workmanship/craftsmanship of the piece (and the way it was created). They reiterated that there was nothing they could do, and then today I find out that they told me I MISUNDERSTOOD and that I would have to PAY them an additional $50 for a new mirror and I'd have to keep the mirror that I have (meaning NO refund of any sort, and I'd have to pay an additional $50). I told them I'd just go to the Better Business Bureau to try to work this out. Meanwhile I filled out their on-line survey that I found in my e-mails from a week ago, so at least I hope someone higher up in the company finds out about this. An hour or so ago, I get another e-mail from their customer service manager stating that they would send me a new mirror (she is now "authorized" to do so) if I would pay to ship the old one back. How am I to know if the new mirror is going to be any different than the old one? And quite frankly, after the 5-6 e-mails and phone calls and pictures taken, etc., I am BEYOND aggravated with this company. They're trying to hide behind their fine print on their website, which clearly states you have 30 days to return any item, less a restocking fee of 10%. I was perfectly willing to do this. But as soon as I said the word "dent," they told me it was damaged, and I could not return it (for a refund). Well who is supposed to stand behind this--they should, they are the seller. If that means collecting from their manufacturer, I have to believe that's the cost of doing business. And they kept trying to blame it on the shipping (so that they could then file a claim with UPS/Fed Ex or whomever shipped it). I just cannot, in good conscience, say it was damaged in shipping, because it wasn't. So bottom line, BEWARE, because now I'm stuck with a mirror I cannot use until I get to the bottom of getting a refund (and I will). I AM going to contact the Better Business Bureau. I spend thousands on-line each year with various on-line sellers and quite frankly have never come across anything like this. And it's not as if I'm being unreasonable ... I agreed to pay for the return shipping and even a restocking fee ... even though the mirror came to us with this flaw (I just do not want another mirror--I want a refund). Had I "lied," and never told them of the flaw, I could have returned the mirror within their 30 day return period (which isn't until 6/29), and nobody would have been the wiser. I guess that's what you get for being honest and trying to work things out!!!
Resolution Update 06/16/2011: The merchant worked with me to allow me to pay a 10% restocking fee and pay to ship the mirror back, for a partial refund. I felt that was fair.